Description
We are seeking a Customer Retention and Client Experience Manager to join our team in Hong Kong. As an ambassador for the team, you will foster cross-functional collaboration, ensure strategic alignment across business units, and strengthen the team's presence within AIA.
Responsibilities:
- Develop and drive customer retention and client experience initiatives for EB and pension clients
- Identify key retention opportunities and attrition drivers across the client lifecycle
- Design and establish retention programs, frameworks, and playbooks
- Review key client journeys and propose experience enhancements
- Partner with Digital, IT, Operations, Marketing, and other functions to support experience-led and digital initiatives
- Coordinate cross-functional inputs to ensure timely delivery and effective implementation
- Define success metrics and tracking mechanisms
- Prepare management updates, recommendations, and presentation materials
- Support ad-hoc projects and initiatives related to customer retention and client servicing experience
Requirements:
- University graduate, preferably in business, customer experience, marketing, digital, or related disciplines
- 12+ years of solid experience, including at least 5 years of managerial experience
- Consulting background with experience in transformation projects preferred
- Strong business knowledge in the insurance industry
- Proven ability to engage and influence senior stakeholders
- Proven ability to identify innovation opportunities and deliver innovative solutions
- Strong problem-solving and decision-making abilities
- Excellent verbal, written, and presentation skills; fluency in English is required, while proficiency in Chinese is an asset